Client Service Advisor

5 months ago

Plymouth, United Kingdom Medigold Health Full time

**Contract**: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm
**Location**: Hybrid to Plymouth, PL6 5WR
**Salary**: £20,572.50 per annum

**SUMMARY**

Medigold Health is committed to provide occupational health and wellbeing solutions for employers across the UK.
As a Client Service Advisor, your role will include being on the front line, call handling, providing information and ensuring full customer satisfaction. Provide support and comprehensive product / service information to customers.

**MAIN OBJECTIVES**
- Working in a varied and fast paced environment our Client Service Teams work to promote a culture
- of customer satisfaction by delivering timely and accurate responses to our customer’s needs.
- Take ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data.
- Trained and provided with the tools and technology to respond to our customer’s needs, our Client Service Advisors can enjoy working on a variety of tasks throughout the working day, reaching across geographical boundaries and Industry sectors.
- Listening and connecting with both our customers and our internal departments to address customer’s needs, our teams are problem solvers, who constantly strive to improve the customer experience.
- Supporting the operational and clinical teams to ensure delivery of services within contractual agreements.

**SPECIFIC DUTIES**
- Call handling.
- Diary Management and logístical coordination of clinical appointments to achieve service level agreements and to support the clinical service delivery across the Medigold Health footprint and network of third-party providers.
- Managing Health surveillance recall programmes. Create appointment schedules to meet service level agreements and to support the clinical service delivery.
- Maintaining and updating personal sensitive information - in line with current GDPR.
- Undertaking all administrative processes and providing professional, timely and accurate responses to all enquires.
- Work to the agreed Policies and Procedures for Health Surveillance & Customer service.
- Dispatch OH reports following the dispatch process utilising Medigold Health systems.
- Perform all duties within the companies defined training and process guidelines and working to agreed timelines.
- Takes ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data, in line with GDPR guidelines.
- Work in a varied and fast-paced environment to deliver prompt, accurate responses to all customer enquiries to enhance the customer journey.
- Act as the initial point of escalation for all stakeholders across multiple locations.
- Escalate service level issues to Line Managers when appropriate.
- Work individually and collaboratively with all clients and Medigold Health. stakeholders to ensure that all aspects of the contracts operational commitments are met.
- Live the brand and demonstrate the Medigold Health genetic code.

**ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES**
- Understand, demonstrate, and promote the Company’s Genetic Code
- Assist with induction and training of new employees
- Manage confidential data in line with the UK GDPR
- General Office Duties
- Contribute ideas and suggestions to continuously improve the Customer & Employee Experience
- Assist with colleagues work during absences
- Attend meetings and training sessions as required
- Any other request made by a Manager or Director
- To comply with Data Protection Legislation and Information Security requirements, such as ISO 27001.
- To ensure commitment to impartiality, confidentiality, integrity, and accessibility of information.
- Adhering to policy, procedure, regulatory, customer and standard requirements relating to quality, information security and environmental management systems.

**REQUIREMENTS FOR THIS ROLE**
- Previous customer service skills and experience.
- Proficient in handling inbound and outbound calls, listening to customers’ needs and requests providing helpful solutions to their problems.
- Proficient use of Microsoft Office and IT Solutions.
- Diary management experience.
- Ability to rationalise competing priorities.
- Confident communicator.
- Providing services to meet quality assurance targets.
- Working to and maintaining Internal and external KPI's.
- Maintaining accurate customer service record.

**CORE SKILLS & BEHAVIOURS**
- Problem Solving Skills
- Ability to drive own personal performance and development
- Managing a complex workload
- Attentive Interpersonal skills
- Ability to quickly and successfully adapt and embrace change
- Communication skills and strong command
- Work independently and cooperatively as part of a team
- Attention to detail
- Understand the priorities of the organisation and translate them into service priorities
- Responsible
- Well Organised
- Professional in appearance and approach
- Able

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